Loved, liked, or left alone - NHS App and patient feedback - February 2026
The NHS App is designed to give people a simple and secure way to access a range of NHS services on their smartphone or tablet (or via web browser on the NHS website). But is it really making life simpler? What do people like about it (and what do they not?) and what changes could be made to improve useability and access? 75 Surrey residents gave us their views, via our survey or at a focus group held with the Merstham Community Champions.
We found that, although most people do have the NHS App, less people are actually using it. For those that aren’t, issues with registration and log in processes (or fear of potential issues) and confusion about how to use it are key barriers. A ‘simplified’ and ‘easier to ‘use’ App would help. For those that are using it there’s a lack of awareness of the full breadth of what the App can do, and there are some accessibility issues. Could more be done to educate both current and potential new users?
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Local Healthwatch Working Together
Our responses also fed into a Local Healthwatch Working Together report presenting the views and experiences of 1,709 people across 19 Local Healthwatch areas regarding the NHS App and attitudes toward providing feedback about NHS services.
The findings show that the awareness and use of the NHS App varies widely across ages and communities, with older people and marginalised groups most likely to be digitally excluded. Confidence in getting help digitally sharply declines with age, and many people prefer human contact and independent routes. The App is mainly used for passive and viewing activities rather than people actively managing their care, and only around half of respondents would use it to give feedback on a health service. Strong preferences for in person and non digital options highlight the need to maintain and promote accessible routes whilst digital channels are improved.
